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SPA525G, 7-2-5 firmware feedback issue

On recently upgraded SPA525G to 7-2-5 release, we are having a problem with feedback to callING party when using speaker phone if speaker phone volume is greater than or equal to 8. We have observed this on EVERY SPA525G that we have in the lab, on our internal system and on a customer install. We only noticed this after upgrading to release 7-2-5.

Speaker phone volume of 8 is not a workable situation in that hearing the calling/called party is VERY difficult.

The feedback is only minor on the SPA525G phone when using speaker phone, but the majority of feedback is to the calling/called party on their end.

Anyone experiencing this problem?

Anyone have any thoughts on this issue?

We have attempted the normal troubleshooting issues and have found it only appears to apply to the SPA525 7-2-5 release.

One last observation is that in quieter background noise situations, the feedback on the calling/called party gets significantly worse as background noise becomes quieter.

If this could be an issue with the sound upgrade included in 7-2-5, how do we turn off the high-band sound?

Message was edited by: finalconnect NOTE: All UC520 systems with 7.0.3 software.

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22 REPLIES
New Member

Re: SPA525G, 7-2-5 firmware feedback issue

Let me try to narrow down the problem by asking you a few more questions.

When you say "feedback", do you mean that one hears his own voice on the remote side?

How loud is the feedback?

Does it happen in every phone call?

What other firmware version have you tested, and which ones are good, and which ones are bad?

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

Also, is this happening on a UC500 deployment?

Thanks,


Marcos

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

We only do UC500 deployments-

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

OK, this is good info. Does it happen with other IP phones? Bear with us, we'll get to the bottom of this.


Thanks,


Marcos

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

I know you will. The customer only has 525 but we will take a couple other IP phones to the site on Monday to perform additional testing.

In our lab where we can duplicate occasionally, it only happens on the 525.

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

We have seen a similar case of feedback issue.

It happens only if we use SPA525G in speakerphone mode to initiate an outgoing call.  Incoming call will not have this issue.

It is a timing issue, and only happens occassionally, and more likely to happen when deploying with UC500.

If you hear the feedback, one way to work around is to pick up the handset once, and then switch back to speakerphone.

Does this description match your situation?

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

THat is it. We have experienced it on inbound calls as well. We will try the trick in th lab, but that is not really a work around. Hopefully the fix is out very soon...

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

YES THIS ONLY OCCURS ON SPA525G. We installed a couple 525G on our office system and duplicated the problem on 525Gs only.

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

Everybody,


Just wanted to update you on this problem. I have been given an engineering build with the potential fix. I will be testing it immediately and will inform you about the next steps, should my test results be positive.


Stay tuned.

Marcos

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

Marcos,

Any additional information on this issue?  We've been seeing the same thing here in our Production environment using 525s and a 32 user UC520.

Thanks,

Seth

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

Seth,

The issue is still under investigation. I will try to get an update out before the end of the week.

Thanks for the patience.


Marcos

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

Who is the provider of your FXO? We have only seen the problem on AT&T.

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

Finalconnect,

We are using CenturyTel to provide the voice lines.

Seth

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

Seth,


Believe it or not, we are still unable to reproduce this problem internally. It just doesn't manifest itself as you both describe, even when I used my home AT&T line. We need to capture Ethereal traces and phone debugs for when the problem takes place. Would it be possible for you to help us do this?

Here are the instructions to capture the debug log:

https://www.myciscocommunity.com/docs/DOC-3033

The Syslog server utility is attached.

Also, for port mirroring, have you ever done that? Do you need help?

Marcos

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

Seth,

Are you using an external music on hold source such as an iPOD by chance?

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

Hi everybody,


I have sent finalconnect and Eivind instructions on how to download the beta code that has the fix for this issue. If anyone else runs into this problem, please email me at marchern@cisco.com and I will forward the instructions.


Thanks for the patience,

Marcos

New Member

Re: SPA525G, 7-2-5 firmware feedback issue

Yes every outbound POTS call regardless of POTS line used - verified at multiple sites so not site specific.

Feedback is loud enough that the called/calling party is complaining about it. When handset is picked up, called/calling party immediately notices the problem corrected.

We did not notice this issue in the 7-1-7 release during our lab testing.

Cisco Employee

Re: SPA525G, 7-2-5 firmware feedback issue

Hi finalconnect,

I've checked with Escalation Engineering and with Quality Assurance, you're the first to report feedback issues.

Some questions in addition to John's and Marcos' questions:

  1. Does the feedback occur when calls are placed though the PSTN?
  2. Does the feedback occur when calls are placed through an Internet Service Provider [ITSP]?
  3. Does the feedback occur when making internal calls?
  4. What are you using for call control? SPA9000, UC500, or Hosted?
  5. Is the handset left on the phone [on the cradle] when making a speaker phone call?

Can you please record an audio example of the feedback and post so we can better understand your experience?

Regards,

Patrick

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New Member

Re: SPA525G, 7-2-5 firmware feedback issue

First to Report Comment: Ok, but that firmware has only been out a week or so. I am also one of the few Cisco partners to find a UC500 with a hardware defect as well. I guess I'm just lucky.

Q1 answer: Yes any PSTN inbound/outbound call experiences the issue.

Q2 answer: We do not have an account to test that.

Q3 answer: Not that we have noticed but we have not fully tested. We will test that in the lab tomorrow and at the customer site Monday.

Q4 answer: UC500

Q5 answer: Handset is in the cradle.

Additional recording comment: We will try, but since it is the remote side that hears the feedback, it will be difficult to capture electronically, but we will do our best. It basically is the same sounding feedback that occasionally occurs on a cell phone when you hear yourself over the called/calling party and correct it by hanging up and calling back.

It is acceptable on a cell phone but not on a business phone system.

Thanks. Should I open a TAC case?

Cisco Employee

Re: SPA525G, 7-2-5 firmware feedback issue

Thanks for the info, very helpful.

Yes, please open a TAC case. This will make it easier for you to track our progress.

Engineering believe that they have a good understanding of the issue, thanks to your help, so a fix should not take too long.

Regards,

Patrick

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New Member

Re: SPA525G, 7-2-5 firmware feedback issue

We also are seeing this issue with the SPA525 on 7-2-5.  Has a fix been released for this?

Cisco Employee

Re: SPA525G, 7-2-5 firmware feedback issue

Hi John & Community,

New firmware for the SPA525G has been released. I'm not sure of when it will be available as part of a UC500 bundle though.

https://www.myciscocommunity.com/docs/DOC-11915

Regards,

Patrick

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